"There staff are very capable until you sign up, then customer service goes through the floor"

The 1 star seems to be the minimal allowable which is the only reason hyperoptic get this much. I'm sure that many people haven't experienced any issues so will rate this company highly. The problem is that if an problem does occur the support you will get will be consistently abysmal.

I originally purchased broadband and phone. When the broadband was setup there was a problem with the phone. I repeatedly contacted Hyperoptic over a two month period. When I got through I would inevitably be transferred to another department. This involved a long wait sometimes resulting in getting cut off and sometimes getting through to an agent. The agent would promise to look into the problem or keep me in the loop or whatever but apart from a message straight after the call nothing ever happened. After two months without the phone being connected I made other arrangements and cancelled the phone service. One month later I got an email from hyperoptic telling me that the phone had been setup. I now have to go through another string of phone calls to cancel what I've already cancelled. This time I will be trying to cancel the entire contract.

"Stefan G in the renewals team was very…"

Stefan G in the renewals team was very helpful during my recent renewal, responded quickly and ensured I got a good price, thank you!

"One month from failed installation and still waiting"

Signed up for 1Gb package on 24-Jan.
Got installation booked for 29-Jan.
Installation failed so got booked an Advanced Team visit for 10-Feb when the guy walked off the job without doing anything.
Second visit booked for 24-Feb and this time nobody even showed up.
Nearly one month later I still don’t have a working broadband, no ETA for when it might be finally live, support cannot escalate the case to anyone with higher authority so I’m told to continue waiting.
In the meantime, my old broadband provider now terminated my connection as it’s been a month and I’m having to spend money on temporary mobile broadband solution to keep my property connected.
If you’re considering joining Hyperoptic, then be mindful of my ongoing experience.
Official complaint filed CS0207573.

2025-03-03 update - advanced team member visited and discovered street-level infrastructure missing, i.e. cables and connections further down the street are not ready to get me connected; issues with subcontractors not completing their jobs are a standard business challenge in any industry, but at least get on top of client communication, Hyperoptic; call or message to tell your new customers when they can expect your internal issues resolved

"It is a No if you work from home! "

The service works well until it stops. I have been with NO internet for a week and nothing is done. I have been in calls, I have raised tickets, they suggested the problem was between my modem and the connection in the building and nothing is done. So if you use for work like me, my suggestion to to look for a service with better support. All companies have problems but the support will make the diference. I would not recommend at all.

"Vladimir Zmukic helped us to get a new…"

Vladimir Zmukic helped us to get a new deal for our place. Thank you so much..

"Difficult to set up "

I strongly believe they have one of the worst customer service teams I’ve encountered. At one point, after repeatedly insisting to speak with someone else, I was left on hold for approximately 30 minutes and eventually had to call back again. Another representative couldn’t even understand the nature of my complaint.

The broadband was provided in my new-build home, but setting it up has been a complete hassle. They promised same-day activation, which led me to cancel my order with another provider—an order that was scheduled to go live the next day—because I reasonably trusted their assurance. Unfortunately, they have consistently failed to provide clear or definitive answers to my complaints.

Given how difficult it has been just to set up the service, I’m genuinely concerned about what my experience will be like once I actually start using their broadband.

"Sandra is very nice and helpful"

Sandra is very nice and helpful, she quickly managed my account transfer to a new apartment!

"Courtney at BRM Utility Services"

Courtney at BRM Utility Services, who works on behalf of Hyperoptic, restored my internet connection effectively and efficiently. He was courteous, kind and well-informed, and patiently worked to resolve the problem despite heavy rain and an awkward doorframe. I’m very grateful to him - Courtney is a credit to himself and the companies he works for. First class!

"Super helpful!"

Urosh R was so helpful in assisting me at getting my Smart TV today! The TV kept throwing up technical issues but Urosh was able to work around them and get me up and running. Thanks Urosh!

"Great value and efficiency "

Tatjana Djurdjevic offered great advice and support for my renewal. She was very prompt and professional. I am very happy with Hyperoptic. I have been with them for 2 years and will definitely recommend.